At BikeEssence, we stand behind the quality of our premium cycling equipment. If you’re not completely satisfied with your purchase of bikes, clothing, accessories, or tools, we’re here to help with our straightforward returns and exchanges process.

Our Return Policy

You may return most items within 15 days of delivery for a full refund or exchange. To be eligible for a return:

  • Item must be unused and in the same condition as received
  • Original packaging must be intact
  • Proof of purchase is required

Non-Returnable Items: For safety and hygiene reasons, we cannot accept returns on helmets, saddles, and Locks1 security products unless they are defective or damaged upon arrival.

How to Initiate a Return or Exchange

Follow these simple steps:

  1. Contact our customer service at [email protected] within 15 days of receiving your order
  2. Complete the Return Request Form (template provided below)
  3. Wait for approval – we’ll respond within 2 business days with return instructions
  4. Package your item securely using the original packaging if possible
  5. Ship your return to our address at XLC Shop, 33 Rosemary Ln, Lancaster, GB LA4S 2RG

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service as we cannot be responsible for lost return packages.

Refund Process

Once your return is received and inspected (typically within 5 business days), we’ll process your refund or exchange:

  • Refund method: Original payment method (Visa, MasterCard, JCB, or PayPal)
  • Processing time: 3-5 business days after approval
  • Appearance in your account: Depends on your bank/credit card issuer (typically 5-10 business days)

Exchange Process

For exchanges (size, color, or different product):

  1. Follow the standard return process
  2. Clearly indicate your desired exchange item in the return form
  3. We’ll ship the new item once we receive your return
  4. Any price differences will be charged/refunded accordingly

Damaged or Defective Items

If your cycling equipment arrives damaged or defective:

  • Contact us immediately at [email protected]
  • Include photos of the damage/defect
  • We’ll arrange for a replacement or refund and cover return shipping costs

Return Request Form Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Email to: [email protected]

Body:

Dear BikeEssence Customer Service,

I would like to request a [return/exchange] for my recent order #[Your Order Number].

Item(s) to return: [Product Name, Size, Color, Quantity]

Reason for return: [Please specify]

For exchanges: I would like to exchange for [Product Name, Size, Color, Quantity]

Additional information: [Any other relevant details]

Please advise on next steps at your earliest convenience.

Best regards,
[Your Full Name]
[Your Contact Information]

Questions?

Our cycling specialists are happy to assist with any questions about returns or exchanges. Contact us at [email protected] and we’ll respond within 2 business days.

Thank you for choosing BikeEssence for your cycling needs. We’re committed to ensuring you’re completely satisfied with our premium bikes, clothing, and accessories.

Last Updated: [Insert Date]